Customer Experience Coordinator - National Accounts

Role overview Coordinate the launch and ongoing administrative support of national customer accounts, from signed agreement through go-live and beyond. The role connects account teams, operations, service providers, and billing staff to ensure requirements are documented, work is tracked, and customer issues reach resolution.

Responsibilities - Maintain launch checklists, timelines, task owners, and readiness status; follow up on missing items and escalate barriers before go-live. - Translate customer requirements into setup actions and coordinate agreements, insurance certificates, contacts, service coverage, pricing, account records, portals, and work orders. - Confirm invoice instructions, purchase order processes, supporting documents, submission methods, and payment terms with billing colleagues. - Keep customers updated on schedules, work progress, outstanding items, and issue resolution; record commitments and track concerns to completion. - Monitor open work orders and billing activity, follow up on overdue updates or missing documentation, and help resolve invoice discrepancies. - Track account health and service performance, report risks and recurring issues, and follow corrective actions through completion.

Requirements - At least 2 years of experience in project coordination, account management, or a related role. - Strong organization and attention to detail, with the ability to manage multiple accounts, tasks, and deadlines. - Clear written and verbal communication and a professional, customer-focused approach. - Ability to take ownership of follow-up and coordinate across teams without direct supervisory authority. - Proficiency with Microsoft Office, CRM systems, customer portals, and work order platforms.

Nice to have - Experience supporting multi-location customers, franchise organizations, or field service businesses. - Familiarity with insurance certificates, invoicing, and accounts receivable processes.

Benefits and work setup - The listing indicates a remote work arrangement.